注重医疗服务细节管理  

Attention on detail management of medical service

作　　者：何志成[1] 郑南南 

机构地区：[1]解放军第一一三医院,浙江省宁波市315040 [2]福建厦门第一七四医院

出　　处：《中华医院管理杂志》2006年第11期753-756,共4页Chinese Journal of Hospital Administration

摘　　要：医疗服务质量管理就是品质管理,就是追求服务品质的最优化。而服务质量品质的优劣,是由从事医疗服务的广大医务人员的思想境界、文化素质和服务技艺的修养所决定的,也是一家医院的质量文化和服务文化所决定的。从这个意义上讲,质量管理也是个人和组织境界的培育,是一种修炼。医疗服务的细节从服务本质及一个侧面揭示了医院管理的一个深层次的问题,即医院的立院之本和经营目的。细节管理深刻地反映了医院在时间、空间和文化3个维度的价值取向和积淀。Medical service quality management is the management of quality to pursue the optimal quality of service. The service quality is determined by the ideological level, cultural quality and service skills of the general medical workers engaged in the medical services as well as by the quality culture and service culture of a hospital. In this sense, quality management is also the cultivation and improvement of ideological level of the individuals and organizations. The medical service detail puts forward a deevseated problem of hospital management from the service essence that what is the hospital foundation and management goal. The detail management of a hospital profoundly reflects its value orientation and accumulates in dimensions of time, space and culture.

关 键 词：医疗服务 质量 境界 管理 

分 类 号：R197.3[医药卫生—卫生事业管理]